Complaints

This profile includes complaints for J&P Hospitality Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  J&P Hospitality Management LLC

  1370 Tapteal Dr Richland, WA 99352

• 

  J&P Hospitality Management LLC

  PO Box 29111 Parma, OH 44129

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a month stay for march 11 to April 8 2024. We informed them about and provided our paperwork for our *** dogs. The management (*************************) approached my wife while I was at work demanding payment for our service animals because according to her, service animals do not act the way they do.1 of them is a ptsd service dog for myself from the military and we provided that paperwork and our other one is a service animal for my wifes disability which we also provided the paper work for. Today, my 2 dogs had a little scuffle over food and *****, again approached me claiming they were not service animals and that my dog would have to vacat by 11 am tomorrow. She has violated all of the *** laws and told me we could stay but our animal had to leave. I would like a full refund, her sent back to training, disciplined and the remainder of my 2 weeks comped. I have already contacted choice hotel corporate and they said on a recorded line that I should seek legal action against the manager and the franchise. I would like to avoid this route if possible since I stay in choice hotels atleast ********************************************************* 20 years I have had this problem. I am at suburban studios in Waterloo and paid over 1500 bucks in advance to be harassed and my rights as an *** violated. Info for said animal is attached

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These guys run a series of hotel chains one of which I was staying at in **. It was only one night I typically do that on short business trips so I can feel it out for the first night and decided if I want to stay 1 or 2 more nights or roll the dice somewhere else.I ended up staying there for 20 minutes. They gave a random guest access to my hotel room while I was changing out of my work clothes. Because of this I immediately packed up my stuff and booked a night at a Hilton instead. I talked to the front desk who told me the manager won't be in until Monday to give me a refund. That Monday was back in June and I was informed today by American airlines hotels who I booked the stay through that the hotel is refusing to refund the stay.I don't think that's right. It was 1 night, and less than 100 dollars. Shouldn't be an issue for the company especially after the gave someone access to my room and none of us knew that persons intentions. Thank God my mom or my sister weren't staying in that hotel. Straight up unsafe practices and still they stand by taking my money

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Working to resolve disputed charges from the beginning of April. Our employees that support a government contract were all booked to stay at the WoodSpring Suites Tri-Cities-Richland coming in on April 1, 2023 checking out May 1, 2023. Attached are many statements from our employees of the hotel conditions. Drugs, no security what so ever, cops banging on doors at all hours, etc. *************************** checked in on April 1 and checked out on April 2 to stay at the ******** in *********. He should have only been charged 1 night at $88. he was charged for a month at $2637.60 *************************, ***********************, ******************************* all checked out on the morning of 4/3/2023. They were there for 2 nights - $176/each room for the total nights. NOT $2637.60.*****************, ******************************* and ********************************* all checked out on the morning of 4/4/2023. They were there for 3 nights at $88/night certainly that doesnt equate to $2637.60. As of April 14th, *********************** has called a minimum of 3 times every few days. He personally came to the hotel, met with you, *****, as you were ******* the desk, to try to resolve the issues. All the same information-names, charges, etc. were already given to you. Yet you still have not resolved anything. You told him you were aware of the over billing and you would take it to corporate to be fixed. Again on 4/21, ****** called several times, again getting a run around that you are never in. Each time a detailed message has been left with staff and not one phone call has been returned. Your hotel has charged OVER $18,000 fraudulently to those working a government contract.

  Business Response

  Date: 05/02/2023

  I am sorry that this happened. We will be refunding the stays over the amounts you stated.  **** the Area Manager will be processing this week.  Please reach back out to ***** at the property if you have any more issues. 

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as it really gets credited back within the next week.
  
  Sincerely,
  
  Neany, ****************

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We've been here 6 months. The cigarette and drug smoke that goes on just in front of the entrance and inside the facility is making my wife and I sick. One of the employees lives in the room above us and we have tried to be polite and have something done about but all we get are excuses. I am trying to recover from a heart attack and rest is very important but we are completely at the mercy of her schedule. She will vacumm 3 and 4 am and also when she walks you'd swear she was wearing wooden shoes. It honestly sounds like a set of drums in our ears and heads. They get $2,500.00 a month just to keep us awake all night. we are senior citizens and since Covid our lives have been totally messed up just like so many other people have had. And to live in a place that permits tenants to smoke inside a non smoking facility and all the dug sales going on here is crazy. But then over half of the employees are doing the exact same thing. We have talked to the manager and he has done nothing but make excuses. I've tried calling corporate but all you ever get is one of their call centers. Nothing is being done about any of this and we are tired of it. The police are no longer given the power to do anything about the drugs and even though the law states 25 feet from any entry ways and openings of the building it seems our wonderful state doesn't have any specific agency the enforces these laws. So what darn good are the laws if nothing can be done about it. We want a refund on half of the money paid here so we can move out and we also want to speak to the actual owner of this facility. He/She needs to be responsible for their property and answerable to the people that pay his living. I would also like to see this place raided for drugs and drug deals we see coming in and out of this place. But when you have over half of the employees doing the same thing, they aren't going to do a dang thing about it. We need your help please. We are at our **** end. Also, since we've been here the eats entrance door lock has been broken and it has yet to be repaired and so we get all kinds of people that do not live here coming in and out. With my heart condition I don't need this kind of stress but with the current housing situation everywhere we are stuck. We should not have to put up with this kind of garbage. No one should.

  Business Response

  Date: 02/16/2023

  This guest was part of a housing assistance county program.  They failed to stay current on that program and had to start paying themselves.  Once they started paying themselves we have had problems with them paying on time and paying the full amounts expected.   They have been asked to leave the property for non payment.   They have been verbally aggressive with hotel employees.  Woodspring Suites clearly cannot meet their needs, and they should look for a place that can get them the price and quiet atmosphere they want. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18896949
  
  I am rejecting this response because:

  First off it appears that if a guest has any complaint whatsoever they are being aggressive. Well then I guess I'm aggressive. Of course they fail to mention that ALL my complaints are valid.
  They staff and other guests are smoking cigarettes and marijuana within 10 feet of the front entrance. The law state *************************************** the room above us and has made it impossible to get a complete nights rest because of her being so very loud and noisy. Yet they choose to do nothing about it. We have asked several times for them do do something about it and when we ask the noise just gets worse.

  As for the rent, yes weve been getting assistance from the *** and now are waiting for the *** to help. We have been waiting for the *** for just over *************************************************************************** the system. The Woodspring Suites is aware of that yet I noticed they fail to mention that as well.

  
  We have not been aggressive towards the staff;we have made reasonable complaints. Isnt that what you are supposed to do when an issue arises??? But none of our complaint have been taken care of because the manager chooses to ignore them.
  All we get are excuses so it is time to file a law suit and contact the media. The local TV station has made it very clear that they would like very much to cover the issue of the drug sales and use in a facility like this. I did not give them my name or which hotel it was in case we would be able to resolve this without going to such measures.

  
  I have worked for the courts for many years and have already spoken with several attorneys and I have several lined up to pursue a law suit against WoodSpring Suites. So I guess the media and a law suit are my next steps. I am a patient person but I will not allow **** injustices continue.

  
  With the things I have seen guest and staff do and the picture I have taken that will most certainly cost several of them their jobs Im done being ignored. Law suit it is.
  This is the behavior they are calling aggressive; in the legal world they call that doing the right thing.
  
  Thank you.
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Date of transaction: July ****, 2022 - The amount of money that you paid the business: $1413.42 - What the business committed to provide to you: clean and healthy hotel room - What the nature of the dispute is: My family (two adults and two little kids) booked the claimed hotel for temporary living from July ****, 2022, and pre-paid the total fee of $1413.42. However, we found some cockroaches in our room, and the smoke smell in the room and corridor. This condition conflicts with the supposed 'clean and healthy' environment that the business committed to provide us. So, on the second day (July 9th), we complained to the manager there and showed the body of cockroaches. The manager agreed to give us a total refund plus a loss payment. So we checked out on July 9th with an agreement. We did received the total refund and the loss payment issued by the claimed business days later. However, recently, we found that the loss payment was cancelled by the business and we are charged for two nights. I have contacted with the business many times which took me a lot of time and efforts. But the business showed a totally different manner from the previous agreement, and refused to return the two nights fee. So, I really need your help. Thanks in advance!- Whether or not the business has tried to resolve the problem: the business showed totally different treatments just after the transaction and three months later. Now, the business refused to resolve it as our previous agreement.- The desired result that we want to achieve: since the bad environment in the hotel seriously violated the supposed 'clean and healthy' condition of room, we request the full-refund for the two nights. Since the business showed a really unfriendly response and inconsistent treatments, which seriously influenced my emotions and took so much time of mine, I insist to get the loss payment $1800 as agreed in our previous communication.Please let me know if more information is needed. Thanks so much!

  Business Response

  Date: 11/08/2022

  I apologize the full refund was not processed. I have processed the rest of the refund of $352.65 today 11/8.  This now refunds your whole stay.  Thank you for bringing up the issue to management so that we could get it treated.  Thanks. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18373122
  

  Thanks so much for the great support and effort from BBB! This is really precious for me.

  
  I am rejecting this response because: the Woodspring had agreed to the full refund. But I have not received the refund so far. The Woodspring had shown several times of inconsistent behaviors with its claim (please see the attached picture). They have agreed the refund by two times, but then recharged me again. This experience costed so many efforts and time of mine, and caused severe frustration to me. So, I am now requesting the 'real' full refund plus extra loss payment $1800. Thanks very much!

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/29/2022

  We have refunded all the money this guest has paid.  We do not owe them anything else.  Please see the folio and note the **** items.  Along with the CC Activity.  This shows their original $1433.18 payment, and the two adjustments (refunds) for the $1080.55 and $352.63.   Also see if I try to do another refund it gives me an error message that the maximum allowed refund is 0.0. This is to prevent theft and CC fraud.  We can only refund the amount that was paid on that card, and we have refunded all of it.  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18373122
  
  I am rejecting this response because:
  

  Since the dirty hotel, we have to search another hotel immediately with much higher rate, also it took me a lot time and energy to deal with what happened 4 month ago. They need to take care of my lost.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance and I have been residing at woodspring suites-richland, for 1 year and 9 months. In that span of time there has been 8 general managers. The 8th ***********************, has since June, has had 3 of our vehicles illegally towed off the property. A 2008 ***** avalanche, a 2006 ***** Civic, and a **** saturn. He also on July 27th, went thru our entire account file and attempted to make charges on each and every debit card and or credit card in our file. He successfully without prior authorization, charged 2 of my debit cards for a total of 75 dollars. I filed disputes, and won both. He also charged my fiance is mother's credit card in total *******. When my fiance confronted **************** in person of the charges to his mothers credit card he denied anything. My future mother in law as well called and spoke to ****************, he denied anything to her as well. ***************, then charged her card again for ******. She filed disputed,and has since won. July 28th, he had the cable into our room disconnected. At that very same time, we had been approved for rental assistance, but when the organization attempted to contact woodspring suites for verification, each time they would call, they would hear a message stating the property phone numbers was not in service.at this time. Sadly we were denied due to this. **************, on July 31st, while my fiance and I were out of our room, at the same time, together, for the first time in over a month, orfered his staff, to have 1 of them stand as a look out for us to return to our room, while another illegally entered our room , and adjusted our door handle as well lock . He has also responded back to the attorney generals email for the informal complaint we had filed.His response, *************** portrays us as Squatter" and we owe over **** in back rent. But yet the print outs I have on hand from as close dated as last week, show us owing no balance. He has also had us served a 3 day or quit, where he lists for drug use

  Business Response

  Date: 10/07/2022

  Hello, I am writing to you today about the complaint ******** that was received about a guest and her fianc that were staying in our Woodspring Suites in Richland.  These guests were asked to leave the property for nonpayment and verbally abusing the employees at the hotel.  They would not leave. They were not paying and staying at the hotel illegally. At that point we hied a lawyer to have them evicted and go after them for past due bills.  They have now left the property and we have dropped any claims against them.  However, they are now tresspassed from our property and have been added to our do not rent list.    

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18063090
  
  I am rejecting this response because: the response is as false as the responses that were given to the ************************ stating that we were "squatters" owing **** in rental fees. Although, updated print put documents up until just before our departure clearly show we owed zero balance. Also falsely accusing both us of on the 3 day to quit notice of "Illicit drug use". This was alleged with no evidence what so ever as there is none. Also, I filed a claim to have Woodspring suites held responsible to the tow and impound fees of the 2006 ***** Civic, that was towed from the property th no legitimate reason what so ever. The last statement I was given from the towing company,  showed $2556.00 for the impound fees I should not have to pay. The vehicle had valid license tabs,  was not parked legally, and was in perfect working condition. We never spoke to any of the staff, to be accused of verbally assaulting any of them. None of the 7 general managers before **************** never had any complaints nor concerns in regards to us and or our stay.  All of the before mentioned claims made by woodspring suites, only came about after we questioned **************** is to a refund owed t us for 1 year and 1 month in the amount of ******. Further more, each and everytime we had approached the desk to make a payment,  we were told we were good our balance was at zero. After the eviction was terminated,  we have never been told we are trespaased from the property nor of the claim of us listed on the do not rent to list. Upon out departure, the head of cleaning services,  ****** stated to my fiance she was impressed as she ad never seen a room in such good condition as well as clean as ours. 

  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/19/2022

  The desired outcome both my fiance and I ww want is ***************************, general manager **************. ********, maintenance person, Woodspring suites Richland, willingly volunteering full accountability on their behaves, as well as responsibility,  for any and all impound fees of our 2006 ***** Civic and or replacing the before mentioned vehicle with a vehicle of the same value. I have attached a screenshot if our vehicles value. There was no legitimate reasoning for the removal of our vehicle from the property,  other than spite. It did not go against any of the guidelines per Woodspring Suites policy . Furthermore, as for the claim made by the staff individual whom stated , this action was done due to our owing back rent, and eviction process started,  that is invalid as well. I can provide reciepts of our account up and through September 19 2022, ****** showing we had no balance of any kind.  Impounding our vehicle had no purpose nor reasoning. We want the outcome of our vehicle replaced by the above mentioned individuals, and or by Woodslring Suites Richland. A sincere apology for all the stress as well as abuse by these staff persons , is not acceptable any longer.  It goes beyond false allegations and wrong doings at this point.  We want our vehicle replaced bottom line. This was our very last attempt before moving forward on this situation. Thank you 

  Business Response

  Date: 11/08/2022

  This person did not pay the nightly rates due.  It clearly shows in our system that they owed money and were an eviction room.  We processed eviction papers, and only dismissed the charges once they vacated the property.   They are due nothing from us and they need to move on with their lives after squatting in our hotel for 6 months. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18063090
  
  I am rejecting this response because: that response is fully incorrect. I have ample amounts of evidence in document form as well as a list of witnesses. Our lives were abruptly traumatized as well as altered by these actions brought fully on  of a account balance of zero up and thru Sept. 19th 2022 which I am more than enthused to submit upon request. Currently they have a person as to date residing there with a balance over 7 thousand dollars. Has been legally evicted and still residing there.  Balance or nine it is not legal to tow a tenant vehicle for balance due payment 
  
  Sincerely,
  
  *******************